The opportunity
Fin , now part of Salesforce, is on a mission to help businesses provide perfect customer experiences.
What you'll do
Own the retention and health of a portfolio of strategic customers. Track: leading indicators (Fin resolution rate, involvement, CSAT, adoption breadth, stakeholder engagement), flag risk early, and run mitigation plans to secure renewals in partnership with Account Management.
Drive measurable value realization by tying Fin’s performance to each: customer’s business outcomes (cost savings, team capacity, customer experience), and make that ROI visible to executive sponsors at every stage of the relationship.
Build and prioritize an Automation Roadmap for each customer, balancing: competing demands to deliver outcomes across your portfolio.
Develop trusted advisor relationships from the C-suite to individual: contributors, and multi-thread accounts so success doesn’t depend on a single champion.
Lead requirements gathering and process mapping of customers’ standard: operating procedures, and document them in clear, precise and actionable terms.
Partner with engineers to turn customer requirements into Fin solution: designs, and guide customers on configuration best practices, knowledge strategy and prompt design.
What they're looking for
- Analyze Fin usage and performance data to find optimization opportunities,: close resolution gaps and uncover expansion use cases.
- Lead Success Plans, QBRs/EBRs and strategic planning sessions that align: Fin’s roadmap with the customer’s goals.
- Keep deep product knowledge of Fin’s fast-expanding capabilities and stay: aware of where the AI-agent market is heading, so you can position Fin against alternatives.
- Act as the Voice of the Customer internally, turning customer insights into: product feedback and shaping our solutions strategy.
